Bilingual Patient Support Center Representative

About the role

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. This Bilingual Patient Support Center Representative will answer phones for multiple clinic locations and handle all day-to-day administrative tasks required to keep the clinics running smoothly. The primary responsibility is to attend to patients on the phone, coordinate and organize appointments, and document interactions to facilitate the smooth running of the in-clinic healthcare environment and delivery of high-quality patient care. This position will support the call center primarily but will also work in clinic and assist with front desk in-clinic coverage, based on staffing. Candidates must be in the Austin Metro area and have the ability to commute to clinic as needed.

Responsibilities

• Conduct incoming and outgoing calls to respond to inquiries made by patients, vendors, insurance companies, and other medical facilities
• Schedule/reschedule patient appointments per stated guidelines
• Accurately register patients in electronic health record according to established protocols
• Set appropriate expectations to patients regarding the patient visit
• Maintain and manage patient records with minimal errors
• Conduct all patient interactions in a manner that is patient-centered, reflective of THA/Kind Clinic values, and ensures the highest level of patient satisfaction
• Safeguard patient privacy and confidentiality
• Continuously meet or exceed organization-defined metrics regarding call/patient interactions
• Resolve patient complaints and escalate to additional leadership support as needed, within appropriate timeframe
• Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities
• Travel to and from clinic to provide reception coverage: greeting patients, scheduling appointments, maintaining a clean reception area, and checking patients in and out for appointments, as well as other related duties when needed
• Report all qualified travel expenses and mileage in accordance with applicable rules and policies
• Assist Patient Support Center leadership in creating processes and systems that facilitate optimal Patient Support Center flow
• Assist other members of the Patient Support Center and clinic reception as needed
• Perform other duties as assigned

Requirements

• High School Diploma
• 1 year experience in a medical setting and/or call center experience
• Knowledge of medical terminology, procedures, and diagnosis
• Knowledge of computer and relevant software applications
• Knowledge of general administrative and clerical procedures
• Bilingual in English and Spanish

Qualifications

The following qualifications would be ideal:

• Prior experience in a non-profit organization
• Prior experience working with historically underserved populations
• Working knowledge of HIPAA regulations
• Working knowledge of Athena electronic medical record
• Working knowledge of healthcare insurance preferred
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations
• Active Basic Life Support (BLS) certification required or must be obtained before hire date

Skills

• Basic PC skills that include working in a Windows Operating System and Microsoft Outlook, Word, and Excel
• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards
• High degree of diplomacy and tact; excellent customer service and interpersonal communication skills
• Cultural sensitivity and demonstrated ability to work with diverse people groups
• Well-developed verbal and written communication skills in English; additional language abilities desirable
• Ability to work well under pressure with minimal supervision
• Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, including those in crises or resistant or negative toward organizations
• Ability to apply time management practices to prioritize, schedule, and complete work effectively to comply with mandated policies and deadlines
• Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities
• Ability to work productively with other departments and employees
• Ability to work with professionals from various partners and organizations
• Strong time management skills and ability to multi-task and prioritize
• Exceptional follow-through on tasks and assignments
• Leadership qualities and ability to supervise and secure the cooperation of staff
• Ability to successfully manage conflict, negotiating "win-win" solutions

Physical Requirements

Perform the following with or without reasonable accommodations:

• Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and perceive attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly fingertips
• Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly
• Hearing to perceive the nature of sound with no less than 40 db loss at 500 Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound
• Perform repetitive motions with wrists, hands, and fingers
• Exert up to 100 pounds of force occasionally and lift, carry, push, pull, or otherwise move objects
• Minimum standard of visual acuity with or without correction to complete administrative and clerical tasks, as well as inspect and analyze
• Ability to work and concentrate amidst distractions such as noise, conversation, and foot traffic; handle interruptions often and move from one task to another
• Ability to work predominantly indoors, though may occasionally be subjected to temperature changes

Schedule

• Usually works forty (40) hours per week, some weekends may be required

Pay

This role has a starting hourly rate of $21.24. The initial hourly rate will be determined by the selected candidate's qualifications and relevant experience.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Parental Leave
• Longevity Pay